AccountId: 011433970860
ContactId: 6f6e0e55-ea31-4036-9ca9-d0c93a436c12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165020 ms
Total Talk Time (AGENT): 64398 ms
Total Talk Time (CUSTOMER): 66686 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6f6e0e55-ea31-4036-9ca9-d0c93a436c12_20250210T19:22_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi this is [PII].
[AGENT][NEUTRAL] How can I assist you?
[CUSTOMER][NEUTRAL] Oh sorry, I thought I lost you there. Yeah, um, so we just got a check in the mail for a patient, um, but her other insurance already paid for the visit.
[CUSTOMER][NEUTRAL] So just checking what we should do.
[AGENT][NEUTRAL] Can I have your name again and a callback number for you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] from Bicknell and Lane Family Dentistry.
[CUSTOMER][NEUTRAL] And our phone number is [PII].
[AGENT][NEUTRAL] Sure, what's the policy number of the member?
[CUSTOMER][NEUTRAL] Uh, yeah, let me grab that.
[CUSTOMER][NEUTRAL] It is 0187.
[CUSTOMER][NEUTRAL] 9499.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the policyholder is [PII].
[AGENT][NEUTRAL] Who's the patient and the patient's date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I would like to ask you a question, what type of insurance pay the full benefit amount? What was, what type is that a government assistance insurance or a private insurance?
[CUSTOMER][NEUTRAL] Uh, Delta Dental through an employer.
[AGENT][NEUTRAL] Got you. And your claim number that you're calling about, could I have that?
[CUSTOMER][NEUTRAL] Um, yeah, claim number is 3558238.
[AGENT][NEUTRAL] Thank you, you're calling in regards to the, the amount of 149 [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So you can make the check out to the insured because this policy, we just go by the claim, you submitted the claim and we're the secondary so we um actually.
[AGENT][NEUTRAL] The coordination of benefits, however, we have to pay what was actually the patient's responsibility, but if the primary made a payment, then that means that you can write a check to the patient for them to be reimbursed.
[CUSTOMER][POSITIVE] Oh, OK, that sounds good I will let them know that then.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that was it.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] All right thanks you too bye bye.
[AGENT][POSITIVE] Thanks bye bye.